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Job Description
The First Line support engineer is responsible for assisting the IT team in delivering a first-class support service to the end-customer by resolving issues in person, over the phone, or via remote connectivity. The role has a variety of tasks and requires a real team player who can manage his/her time efficiently and prioritize or escalate technical issues to ensure a prompt closure.
- Troubleshoot and resolve first-line support issues in a timely and effective manner.
- Take ownership of support issues, be proactive and seek closure ensuring all relevant support procedures are followed.
- Log all communication on the ticketing system and maintain full documentation.
- Escalation of more complex calls to the relevant support team member.
- Perform any other reasonable duties consistent with the role as required.
Job Requirements
Education and Experience:
- BSc of Telecommunications, Electronics, Computer Sciences, Information Technology.
- 1 year of experience who worked as a support engineer or member in soc before.
- Basic knowledge about Microsoft products and security concepts.
- Preferred to have knowledge about Microsoft defender suite or any other XDR solutions.
Interpersonal skills:
- Good communication (written and spoken).
- Good time management.
- Manage conflicts.
- Pro-active approach to work.
- Customer oriented.
- Problem ownership.
- Team player.
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